SolarWinds Service Desk
SolarWindsExternal reviews
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Solarwinds Service Desk Review
What do you like best about the product?
Ease of use. The ability to customize reports.
What do you dislike about the product?
It has limitations around non-digital asset management.
What problems is the product solving and how is that benefiting you?
ITSM and ticketing system for anything and everything.
Solarwinds ITSM
What do you like best about the product?
Easy to use, inexpensive, good implementation team
What do you dislike about the product?
I haven't found anything I hate, but there is a small bug that causes onboarding ticket title cannot be changed.
What problems is the product solving and how is that benefiting you?
We use it for IT support ticketing system. It has all functions we want: creating incidents by users, creating change requests by IT staff, creating reports for IT helpdesk metrics.
Recommendations to others considering the product:
This is a good product with lower cost. If you are thinking of changing your sevice desk software/platform, this is a good choice.
SW HD Essential
What do you like best about the product?
The Ui is one of the finest I have yet seen.
What do you dislike about the product?
Functionality is too limited in essential.
What problems is the product solving and how is that benefiting you?
Setting up HD process which was required to be an isolated from our current process.
single place for it service management
What do you like best about the product?
secure cloud based platform
flexible creation of self service forms
workflow engine is great and they are in process of making it even better and also can integrate in SSO.
flexible creation of self service forms
workflow engine is great and they are in process of making it even better and also can integrate in SSO.
What do you dislike about the product?
search function needs to be enchanced.
when another technician is viewing the same ticket. it must be locked/inform other agents.
custom report building is difficult to create.
when another technician is viewing the same ticket. it must be locked/inform other agents.
custom report building is difficult to create.
What problems is the product solving and how is that benefiting you?
Incident managent
asset management
email to ticket processing
asset management
email to ticket processing
Recommendations to others considering the product:
yes I will definitely recommend
A versatile Help Desk tool
What do you like best about the product?
Solar Winds provides a great platform to conduct your day-to-day helpdesk needs. It provides a great experience via their Web portal when sitting at your desk or through their cell phone application when on the go moving between spaces.
What do you dislike about the product?
Some of the features are less intuitive or less exacting than I would like. They provide a solutions database comprised of various solutions and feedback peers have created over the years. This database needs to be improved to provide more ways to filter out unneeded items to find the answers you are searching for as most searching end up providing hundreds of answers, after a few years, with many being irrelevent,
What problems is the product solving and how is that benefiting you?
We solve day-to-day helpdesk support and problem troubleshooting across multiple teams. It provides a great way to share data/information between teams and keep a detailed record of our users' interactions.
Easy to use, yet powerful.
What do you like best about the product?
Intuitive interface, many features, customer service has been very good, price point good.
What do you dislike about the product?
Would like more form design features when creating a service catalog item. Different solutions for submitting solutions via email.
What problems is the product solving and how is that benefiting you?
We use Solarwinds for tracking all items/issues which may be required in an audit.
Recommendations to others considering the product:
Worth giving this a look. Integrates into other applications.
Solid Help Desk
What do you like best about the product?
The automation part of the product is most valuable to me.
What do you dislike about the product?
I was not too fond of the cascading menu system, but Solarwinds has fixed this in the latest update.
What problems is the product solving and how is that benefiting you?
We use incident management to allow users to submit tickets. We use change control for managing change in our environment, we use procurement to manage contracts, and we also use inventory to manage our hardware.
Great Tool to track tickets and inventory
What do you like best about the product?
The small footprint and ability to track software installations and hardware asssets helps me to keep accurate and reliable inventory for easy access from anywhere with internet access.
What do you dislike about the product?
Some searches for specific things is a little convoluted and sometimes can be hard to find what you want. It is not as intuitive as I would like but still a great tool.
What problems is the product solving and how is that benefiting you?
Solved the ability for accurrate asset tracking. The benefits of being web-based make it much easier to access from anywhere at any time. This makes reporting very simple and available when management needs it.
Flexible system for IT support and asset management
What do you like best about the product?
Simple for staff to use for logging support issues, allows support staff to be notified quickly of any problems and communicate with other team members or reassign this as needed. The ability to also assign an email to each subcategory allows system alerts to be quickly assigned to the correct place to allow for effective resolutions and monitoring.
The asset manager allows a range of assets to be loaded within the system; these can then be assigned to a support ticket to monitor reoccurring issues effectively.
It is also possible to configure user groups to have a unique view of categories and cases for each user. This is key in a business that operates in wide-ranging department types. We have used this to minimize the categories available to staff to avoid tickets being raised in incorrect categories - shops/warehouse and office staff will experience very different issues and we wanted to keep this as simple as possible to encourage its use. The same configuration also allows line management to have visibility of any support issues raised by their team to allow for effective escalation.
It's also great to see continuing development, the recent rollout of the team's integration could be a significant step forward in making this easy to use.
On a final note, I wanted to point out how helpful the support staff are at SolarWinds, they are easily contactable via a live chat option for admin users. They are clear and take the time to understand the issue and find the best solution. Many great systems are let down by the support staff, fortunately, this is not one!
The asset manager allows a range of assets to be loaded within the system; these can then be assigned to a support ticket to monitor reoccurring issues effectively.
It is also possible to configure user groups to have a unique view of categories and cases for each user. This is key in a business that operates in wide-ranging department types. We have used this to minimize the categories available to staff to avoid tickets being raised in incorrect categories - shops/warehouse and office staff will experience very different issues and we wanted to keep this as simple as possible to encourage its use. The same configuration also allows line management to have visibility of any support issues raised by their team to allow for effective escalation.
It's also great to see continuing development, the recent rollout of the team's integration could be a significant step forward in making this easy to use.
On a final note, I wanted to point out how helpful the support staff are at SolarWinds, they are easily contactable via a live chat option for admin users. They are clear and take the time to understand the issue and find the best solution. Many great systems are let down by the support staff, fortunately, this is not one!
What do you dislike about the product?
When attempting to use the email only option we found that it was not as intuitive as we would have liked, new tickets would be created for replies rather than adding this to the existing ticket. Although i will confess we have adopted well to a portal set up where all users login and have not looked at this for at least two years so may have improved.
What problems is the product solving and how is that benefiting you?
We use this as an IT support system, it has helped us deal with 15,000 support issues in the last two years. Staff within the business find it is a great tool to get them the help they need as quickly as possible.
Transparency is Key
What do you like best about the product?
Using the Solar Winds Service Desk has provided a level of transparency between IT and our clients that wasn't available before. This has increased satisfaction with our response time because end users see every step of the process from the time they submit a ticket until it is resolved.
What do you dislike about the product?
Creating automated processes can be tedious if you don't pay close attention to every step. One misstep and the entire process fails. So sketch out your If This Then That schematic before taking it on.
What problems is the product solving and how is that benefiting you?
We handle all day-to-day IT requests on the Service Desk. We also use the Service Catalog to request new equipment. And recently, we've expanded the use to our Business Department, who now processes all reimbursement requests through a ticket request as well.
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